The complaint has been investigated and
resolved to the customer's satisfaction
DHLdishonest, hopeless losers

We ordered and paid for an Express Delivery to take a package from Lincolnshire to London overnight (a journey of just under 150 miles). The DHL promise was that (I) it would be collected by 17.00 hours, (ii) it would be delivered before 12.00 hours the following day and (iii) it could be tracked using the number given by DHL. It was not collected until later that evening, after the Lincolnshire depot had shut and was no longer able to handle the order. It was not delivered the following day as promised. It could not be tracked because the way bill number was not recognised by the system.

20 phone calls - each paying a full rate and each lasting 20 to 30 minutes. Each time a DHL employee started by saying that they did not recognise the way bill number; then promised to call back; then nothing. None phoned back. The level of rudeness, incompetence and inefficiency was mind numbing; it is astonishing that these people are 'in business' at all, given the inability of large numbers of their staff to get even simple things right.

Eventually the parcel was tracked (by calling a series of local offices and badgering until one delightful girl (Launa Wass - deserves a medal) went out of her way to look for it and found it hadn't left the original depot 24 hours after it was due to be delivered). All other employees gave the impression that they could not give a ***.

Worse, nobody bothered to write a note to file - nobody could track a parcel by the sender name/delivery address or any other data input; this is basic, first grade computer discipline - a four year old should be taught to do these things but apparently management at DHL is as dumb as all but one of the employees appear to be.

Worse still, 10 days later (after rearranging delivery) it arrives LATE AGAIN - I told the delivery man it was disappointing that it was late (and by this time the packaging was VERY badly damaged) and he replied 'you didn't pay for Express'; he was evidently as crass as the rest of them.

Complaints are not connected to Claims - you phone them and explain the problem AGAIN and they tell you that what you need to do is talk to Claims but of course Claims won't talk to you until you have gone through the whole complaint and then they say 'you've got to go back to Complaints to get a complaint number'. Eventually Claims makes a derisory offer of a few pence off - take it or leave it as full and final settlement.

The level of DISHONESTY and HOPELESS inefficiency displayed by this crass bunch of losers makes it very easy to take decisions. DO NOT IN ANY CIRCUMSTANCES USE DHL. From our experience, what they do not damage, they lose; what they do not lose, they lie about and frankly, with the exception of one person (Launa Wass) nobody in the organisation cares. Pathetic!


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